Job Description

Who are we?
Sanlam, is dedicated to support, grow and empower clients with affordable, easy and suitable solutions, primarily through face-to-face intermediary channels, but also directly. We have approximately 2,400 tied advisors and 2,000 supporting independent brokers, all dedicated to meet the financial needs of our clients. Our vision: We aspire to be the best at building enduring relationships by connecting clients with Sanlam. We create sustainable value by attracting new clients, supporting ongoing client engagement and providing adaptive solutions designed to answer life's financial questions. ULTIMATELY, WE EMPOWER PEOPLE TO BE FINANCIALLY CONFIDENT, SECURE AND PROSPEROUS
As part of SanlamConnect, Succession Financial Planning (SFP) is a financial services provider with a focus on the Registered Financial Advisor (RFA), looking to grow a professional practice while offering holistic financial planning to their clients. SFP is a wholly owned subsidiary of the Sanlam Group.
What will you do?
The IT Helpdesk Specialist provides first-line technical support, troubleshooting, and user assistance to SFP employees, consultants, and advisers across all digital platforms and systems. The role ensures quick resolution of IT incidents, effective escalation management, and proactive support to maintain system availability, data integrity, and user satisfaction.
This position plays a key role in the Technology & Enablement (T&E) team, partnering with the IT Operations Specialist, Systems Analyst, and Business Analyst to ensure smooth day-to-day technology operations.
What will make you successful in this role?
1. User Support & Troubleshooting

• Serve as the first point of contact for system and application-related queries.
• Log, categorize, and resolve incidents in the IT Service Management (ITSM) system (e.g., ServiceNow/JIRA).
• Diagnose and resolve issues related to SFPOnline, MS365, CRM tools, and internal applications.
• Escalate complex issues to the IT Operations Specialist or Group IT as necessary.

2. Service Delivery & Incident Management

• Track, manage, and close service requests within agreed SLA timelines.
• Ensure consistent, professional communication with users during issue resolution.
• Conduct follow-ups to confirm problem resolution and user satisfaction.
• Assist in root cause identification and documentation for recurring issues.

3. Systems & Access Administration

• Support user account creation, permissions management, and access control.
• Maintain accurate user and system access records in compliance with POPIA and Information Security policies.
• Collaborate with the Systems Analyst to streamline onboarding/offboarding processes.

4. Knowledge Management & Documentation

• Maintain and update internal knowledge bases, FAQs, and troubleshooting guides.
• Provide training materials or short user guides for common system issues.
• Contribute to continuous improvement initiatives for IT service efficiency.

5. Collaboration & Communication

• Work closely with:

o Business Analyst - for incident analysis, process improvement, and reporting insights.
o Systems Analyst - for technical escalations and solution design feedback.
o IT Operations Specialist - to coordinate infrastructure or system-related incidents.
o Group IT - for escalations involving network, security, or hardware.

• Support system rollouts, testing, and user communication initiatives.

Qualification and Experience:

• Matric
• Must have completed and be in possession of a 3-year National Diploma or Degree in IT
• 2-4 years of IT support/helpdesk or service desk experience in a corporate environment
• Experience using ServiceNow or similar ITSM tools
• Proficiency in MS365 administration, Outlook, Teams, and SharePoint
• Financial services systems and digital platforms exposure (advantageous)
• Familiarity with Agile and Change Management frameworks.
• Relevant regulatory legislation and compliance knowledge and interest
• Basic understanding of networking concepts and end-user security best practices

Key Deliverables

• All incidents and requests resolved within agreed SLA timeframes
• High user satisfaction and minimal repeated incidents
• Accurate, current helpdesk documentation and ticket logs
• Monthly helpdesk performance and trend reports

Personal Qualities:

• Cultivates Innovation
• Client Focus
• Drives Results
• Collaborates
• Flexibility and Adaptability
• Optimises work processes
• Action orientated
• Plans and aligns
• Financial Acumen
• Communicate effectively

Knowledge and Skills
Business Requirements Definition
Client Delivery and incident handling
Problem Tracking Tool
Reporting and Administration
Technologies
Personal Attributes
Interpersonal savvy - Contributing independently
Decision quality - Contributing independently
Action orientated - Contributing independently
Optimises work processes - Contributing independently
Build a successful career with us
We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.
Core Competencies
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently
Turnaround time

• The closing date for applications is 21 February 2026

The recruiter reserves the right to withdraw the advertisement prior to the closing date or to allow further applications to be submitted after the closing date indicated.
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our aim is to help you build a successful career with us
We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its business clusters - Life and Savings, Sanlam Emerging Markets, Sanlam Corporate, Sanlam Investment, Santam, as well as the Group Office - the group provides many opportunities for growth and development.
Our commitment to transformation
The Sanlam Group is committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable work environment as we believe these are key components to ensuring a thriving and sustainable business in South Africa.

Skills Required